[Request]: 1st Time Reply in Insights
回答済みI want to setup a graph that captures "AVG first response time during business hours"
the only option i see in "My Dashboard" is "Median first response during business hours"
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Hi Lou,
You can just add a new first reply metric and select AVG instead for the aggregation. Just click on "create report" and select "add new metric" :
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Awesome advice, thank u....
How would I get the AVG daily ticket count in a given month (how many tickets on average were carrying every day)
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You would do
WHAT:
#Tickets
HOW:
Date(created)
Filter (Select from a list of values) :
Month/Year (Created) is <whatever month>
and then right-click on the #Tickets column and select "AVG" - it will add a bottom line with the average
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thanks for the detailed reply...I think we are close.
I dont so much care when a ticket was "created"...I just want to know how many are NOT closed or solved on each day, then avg that over the month...then i want month to month data.
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So if for this month we have 21 business days...
if we had:
- 30 daily tickets NOT in Solved or Closed State for the first 7 days,
- then 40 daily tickets NOT in Solved or Closed State for the next 7 days
- and finally 50 daily tickets NOT in Solved or Closed State for the last 7 days
Our daily average ticket NOT in Solved or Closed State would be 40
Hope this helps you understand what i am looking for
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does this help at all?
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Hello,
What is the concept of REPLY in Zendesk?
I would like to have a metric to measure all tickets solved by only one reply from our agents, but I'm concerned that replies from customers also counts
I mean, there's a metric where I can measure all tickets that were solved using only one reply from our agents?Thank you.
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Hi Thaina!
I've gone ahead and opened up a Support ticket for you on this. We'll see you there shortly.
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